Setting up the Remove Branding add-on

The Remove Branding add-on is an optional way to remove the tawk.to branding from the chat widget and support emails. It also allows you to use your own domain for a property's support emails, direct chat link, chat page, and Knowledge Base.

If you have multiple properties, check to make sure you're viewing the correct one. Hover over the current property name in the upper-left menu to select a new property from the list.

To find the Remove Branding add-on, make your way to ⚙️ AdministrationAdd-onsRemove Branding

Or select from your Dashboard's menu at the top Add-onsRemove Branding 

Once you've purchased the Remove Branding add-on, you can customize the following features by selecting the green Settings button in the top right corner of the screen.

Note: The Remove Branding add-on is charged per property.

Branding

Here you can customize the default branding options, removing the text and link at the bottom of the widget support emails and replacing them with your own text and link.

Widget footer branding

The Widget footer branding appears at the bottom of the chat window. By default, it links to the main tawk.to website at https://www.tawk.to

You can change this text in the Title field under Widget footer branding. You can also change the formatting to either bold or italic by surrounding the text with asterisks (*) for bold or underscores (_) for italics.

To change where the link will send the visitor, change the Link URL.

You can also change the color of the text to your preference by clicking the Color option.

Email footer branding

The Email footer branding link appears at the bottom of emails sent via the Dashboard. Every email sent through the Dashboard will have the email footer link. By default, it links to the main tawk.to website at https://www.tawk.to.

You can change this text by changing the Title. You can also change the formatting to either bold or italic by surrounding the text with asterisks (*) for bold or underscores (_) for italics. The text is limited to 256 characters.

To change where the link will send the email recipient, change the Link URL.

Email

Here, you can set up your support emails to use your own domain by creating a Return Path, as well as setting up your Domain Keys Identified Mail (DKIM) and Domain-based Message Authentication, Reporting, and Conformance ( DMARC ). This helps to prevent spam, detect forgeries, and ensure mail is sent from an authorized server.

Enter the email you want to use as your support email and select the green Next button.

Next, you'll need to set up forwarding for the account. There are links to Gmail, Yahoo and Outlook to help you set the forwarding up correctly based on the email provider you use.

Enter the bold text as your forwarding email address.

When you're ready, mark the check box and continue by selecting the green Verify button.

We will then check to verify that email forwarding has been set up correctly.

It can take some time for the verification process, so make sure not to leave the page before you receive the result.

If the verification is unsuccessful, select the green Start Over button to go through the three steps again. Keep an eye out for typos. Even the smallest error in the text can lead to an unsuccessful verification.

Once the verification is finished, click the green Done button to view the current settings.

Changing the email will send you back through the verification process.

Changing the Sender name will change the name that appears as the sender for each email.

Now that your email forwarding is set up correctly, you can set up your Return Path and DKIM settings.

Return Path

The tawk.to Remove Branding Add-on uses a Return-Path address. 


A Return-Path address is the specified address for receiving bounced emails and feedback. This address, which is set in the email's Return-Path header, handles undeliverable messages. It's not visible to recipients. Known by various names such as bounce address, envelope sender, or MAIL FROM, the Return-Path plays a crucial role in managing email deliverability and response.


In short, sent emails are sent from the businesses sub-domain and not the tawk.to email domain.

To set up your Return Path, you'll need to add a CNAME type DNS record in your domain manager.

The Hostname and Value are provided in the Required DNS Records section. 

A common error here is adding the entire domain when, depending on your domain manager, you only need to include the subdomain.


For example, you should add "tawk1._domainkey" rather than

"tawk1._domainkey.outlook.com"

You'll find links to instructions for popular domain registrars at the bottom of the page.


Once you're done with the setup, select Verify next to Return Path.

DKIM

DKIM, or Domain Keys Identified Mail, functions as a digital signature for an email. You can see this as "signed by" in your email details.


A public key from the domain and a cryptographic checksum embedded in the email will be compared to check the contents of each email to see if the email has been tampered with somewhere along the way.


To set up your DKIM, you'll need to add two CNAME records through your domain manager. This process is the same one you did for the Return Path DNS record.


The Hostname and Value are provided in the Required DNS Records section. 

Remember, a common error here is adding the entire domain when, depending on your domain manager, you only need to include the subdomain.


For example, you should add "tawk1._domainkey" rather than

"tawk1._domainkey.outlook.com"


Once again, you'll find links to instructions for popular domain registrars at the bottom of the page.


Once you're done with the setup, select Verify next to DKIM.

DMARC

DMARC or Domain-based Message Authentication, Reporting, and Conformance is essential for email security and sender reputation. It is the final step to complete the setup of your custom email address through the Remove Branding add-on.


Learn how to set up DMARC, in this article here: How to Set up a DMARC Record

Domain

Changing the domain will also change the popout URL, direct chat link Chat Page domain. 

To customize the domain for these features you will need to enter the domain name you want to use. Then create a CNAME record in your domain manager.

You'll find links to instructions for popular domain registrars at the bottom of the page.

Follow the same basic steps to change your Knowledge Base domain. 


For more detailed instructions, check out the following articles:

How to white label your Knowledge Base

How to white label your chat page, direct chat link, and popout chat widget


In case you encounter any issues, our support team is always available. Schedule a call so we can better assist you.

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